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Home / Archives for Bill Bleuel

Bill Bleuel

Customer Zombies

May 6, 2014 By Bill Bleuel

A recent study from Colloquy found that more than 50% of customers who initiate a loyalty program failed to return. Customers become zombies when they lose interest in the company, product or service.

Filed Under: Customer Service Tagged With: Bill Bleuel, Competitors, Customer Acquisition, Customer Loyalty, Relationships

Does Your Business Have a Customer Culture?

Mar 18, 2014 By Bill Bleuel

The bottom line is that the customer experience continues to be validated as a significant indicator of a company’s success or failure. These seven factors are key components for describing how well the company’s culture is tuned to their customers.

Filed Under: Customer Service Tagged With: Bill Bleuel, Competitors, Customer Experience, Market Research

A Basic Assumption of Customer Satisfaction: Reconsidered

Feb 18, 2014 By Bill Bleuel

One of the basic assumptions that have been considered sacrosanct is high levels of customer satisfaction lead to increased market share. Some recent research suggests that there this assumption may not be universally true.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Satisfaction, Growth, Policies

Loyalty is a 2-Way Street

Jan 9, 2014 By Bill Bleuel

Most companies involved in retail or commercial sales are always looking for customer loyalty. It seems that companies often forget there is another side to loyalty. The other side of the relationship is being loyal to your customers.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Acquisition, Customer Loyalty, Relationships

An Update on Customer Rage

Dec 17, 2013 By Bill Bleuel

The WP Carey School of Business at Arizona State University has published the 2013 update of the customer rage study. The 2013 version is the sixth study wave. A general conclusion from the study is that if a company handles a complaint well, the customer is more likely to become loyal.

Filed Under: Customer Service Tagged With: Bill Bleuel, Complaints, Customer Loyalty, Customer Service, Solving Problems

What is Happening to Loyalty?

Nov 29, 2013 By Bill Bleuel

In difficult economic times price becomes a significant variable. However, customers know value and understand the implications of good customer service versus poor customer service.

Filed Under: Customer Service Tagged With: Bill Bleuel, Competitors, Customer Loyalty, Discounts, Pricing

What is Deal Loyalty?

Nov 19, 2013 By Bill Bleuel

True loyalty programs are built on the basis of establishing a long-term positive relationship between the company and the customer and is not accomplished with a single “deal” or even multiple “deals.”

Filed Under: Relationships Tagged With: Bill Bleuel, Customer Loyalty, Pricing Strategy, Relationships

Loyalty is not Black and White

Nov 7, 2013 By Bill Bleuel

There have been a number of articles written regarding loyalty as if it were a black-and-white topic. The authors have made loyalty appear to be a term something like pregnancy. You’re either pregnant or you’re not.

Filed Under: Sales Activities Tagged With: Bill Bleuel, Customer Loyalty, Relationships

What Makes a Sticky Customer?

Oct 29, 2013 By Bill Bleuel

There has been some interesting research completed recently which needs to be reported. One of the key findings was that the most important factor in getting customers to return to your site or company or business was identified as “decision simplicity.”

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Loyalty, Decision Making, Sales Activities, Simplification

What About the Customers in the Middle?

Oct 22, 2013 By Bill Bleuel

There is a general rule in the market that customers will generally only offer feedback when they either have a really bad experience or great one. If you believe that customers rarely say a word when their experience falls somewhere in the middle you are missing some valuable information.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Loyalty, Customer Satisfaction, Customer Service, Tracking Data

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